There’s so much confusion about two simple verbs: “can” vs. “should.” Just because you can drive 125 miles per hour on the highway—or leap from one rooftop to the next for sport—doesn’t mean you should.

Ever been slammed in an online review? How did you react—with calm professionalism or with angry indignation? And did you use the review as an opportunity to improve your business or merely to defend your ego?